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Revisiting Employee-Guest Interactions in Hotels: An Analysis of Critical Incidents

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  • Özgür Devrim Yilmaz

    (DEÜ - Dokuz Eylül Üniversitesi = Dokuz Eylül University [Izmir])

Abstract

The study was conducted to find out the positive and/or negative effects that hotel employees may have upon hotel guests' experiences during their stay. Using the critical incident technique (CIT), data were obtained from 105 guests (a total of 174 incidents) staying in two different 5-star hotels that have similar characteristics in terms of type, price, ownership and concept in Bodrum, Turkey. The incidents were primarily categorized as positive and negative and afterward the incidents from two categories were compared to each other in terms of three main process of hotel accommodation as check-in, accommodation and check-out. Despite the fact that most hotels currently place emphasis on employee-guest interactions-under the concept of service quality or customer satisfaction-, the findings revealed that there were still a number of negative incidents that caused customer dissatisfaction and managerial implications were needed in hotels to minimize negative incidents and maximize the positive ones.

Suggested Citation

  • Özgür Devrim Yilmaz, 2018. "Revisiting Employee-Guest Interactions in Hotels: An Analysis of Critical Incidents," Post-Print hal-02462421, HAL.
    • Handle: RePEc:hal:journl:hal-02462421
    DOI: 10.5281/zenodo.1490400
    Note: View the original document on HAL open archive server: https://hal.science/hal-02462421
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    References listed on IDEAS

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    2. Mensah, Ishmael & Dei Mensah, Rebecca, 2018. "Effects of Service Quality and Customer Satisfaction on Repurchase Intention in Restaurants on University of Cape Coast Campus," MPRA Paper 88449, University Library of Munich, Germany.
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    Cited by:

    1. Christou, Evangelos & Chatzigeorgiou, Chryssoula, 2019. "Experiential learning through industrial placement in hospitality education: The meat in the sandwich," MPRA Paper 98497, University Library of Munich, Germany.
    2. Marwa Salah & Mohamed A Abou-Shouk, 2019. "The effect of customer relationship management practices on airline customer loyalty," Post-Print hal-02454932, HAL.
    3. Gadelrab, Reda & Ekiz, Erdogan, 2019. "An investigation of key success factors for restaurant operations in Saudi Arabia," MPRA Paper 98033, University Library of Munich, Germany.
    4. Reda Gadelrab & Erdogan Ekiz, 2019. "An investigation of key success factors for restaurant operations in Saudi Arabia," Post-Print hal-02454937, HAL.
    5. Chatzigeorgiou, Chryssoula & Christou, Evangelos & Simeli, Ioanna, 2019. "Confidence and loyalty for agrotourism brands: The Lesvos paradigm," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 14(1), pages 151-166.
    6. Christou, Evangelos & Chatzigeorgiou, Chryssoula, 2019. "Industrial placement in hospitality management education: Students’ experiences and development of skills," MPRA Paper 98794, University Library of Munich, Germany.
    7. Salah, Marwa & Abou-Shouk, Mohamed A., 2019. "The effect of customer relationship management practices on airline customer loyalty," MPRA Paper 98032, University Library of Munich, Germany.
    8. Salah, Marwa & Abou-Shouk, Mohamed A., 2019. "The effect of customer relationship management practices on airline customer loyalty," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 5(2), pages 11-19.
    9. Giannopoulos, Antonios & Skourtis, George & Kalliga, Alexandra & Dontas-Chrysis, Dimitrios-Michail & Paschalidis, Dimitrios, 2020. "Co-creating high-value hospitality services in the tourism ecosystem: Towards a paradigm shift?," MPRA Paper 100670, University Library of Munich, Germany.
    10. Giannopoulos, Antonios & Skourtis, George & Kalliga, Alexandra & Dontas-Chrysis, Dimitrios-Michail & Paschalidis, Dimitrios, 2020. "Co-creating high-value hospitality services in the tourism ecosystem: Towards a paradigm shift?," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 6(2), pages 3-11.

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    Keywords

    Critical incidents; Hotel; Employee-guest interaction; Employee behavior; Customer satisfaction;
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